Iglu.com:
Various Skills Training

Iglu.com is one of the leading retailers of ski and cruise holidays in the UK. Due to management changes and expansion it was decided to undertake an extensive training programme to cover all customer-facing areas of the business.

Decision
Capela were appointed to deliver skills training in: sales; customer service; team leadership; management.

Training
The programme was made up of a number of single day courses:
– 3 days training telephone sales in 3 groups;
– 2 days training customer services;
– 2 days team leader training;
– 2 days senior management training.

Conclusion
This was the first time training of this kind had been undertaken at Iglu. A few staff, particularly ‘old hands’, were reluctant to change their ways while most seized the chance to develop their skills enthusiastically.These sessions gave the business the chance to re-evaluate its operations, roles and individuals with a view to future development.